Ecommerce and Digital Marketing Manager

We are looking to grow our team and engage a highly motivated and passionate Ecommerce and Digital Marketing Manager who will be responsible for maximizing the hotel’s online visibility, digital performance, guest engagement and revenue generation through effective digital strategy, e-commerce governance, content management, campaign execution, CRM activation, OTA optimization, AI/GEO/AEO readiness, performance analysis and stakeholder collaboration, while maintaining alignment with Fairmont and Accor digital standards.

The role supports the commercial objectives of Fairmont Mount Kenya Safari Club by ensuring that all digital touchpoints contribute to awareness, active consideration, conversion, retention and advocacy across local and international markets.

Key Responsibilities

• Manage all aspects of the hotel’s digital strategy, including owned media, paid media, website, CRM, OTA content, social media, email marketing, digital partnerships and reporting.
• Implement Accor and Fairmont digital standards to ensure maximum online exposure, conversion, retention and guest engagement.
• Coordinate with Revenue, Sales, Marketing, Reservations, Guest Experience, F&B, Spa, Corporate Digital and agency partners to ensure an omnichannel approach with one voice and one commercial strategy.
• Manage and update website content, including rooms, offers, dining, spa, experiences, weddings, MICE, FAQs, metadata and landing pages.
• Lead website hygiene, SEO, GEO and AEO readiness to ensure the property is discoverable by both guests and AI-powered search platforms.
• Maintain consistency of property information across the website, Google Business Profile, OTAs, CRM, social media, email campaigns and partner platforms.
• Develop digital campaigns for local and international markets in support of Rooms, F&B, Spa, Weddings, MICE, Experiences and Loyalty revenue.
• Support direct booking growth through website optimization, campaign tracking, content improvements and conversion-focused digital activity.
• Oversee OTA content governance across platforms such as Booking.com, Expedia, Trip.com and other e-retailers, ensuring accuracy of room descriptions, amenities, policies, images, fees and offers.
• Coordinate CRM and guest marketing activity, including segmentation, email campaigns, guest lifecycle communication, loyalty initiatives and database governance.
• Manage digital content planning and storytelling across key property pillars, including Mount Kenya views, conservation, gastronomy, wellness, culture, heritage and Fairmont service.
• Support influencer, media and content creator collaborations through briefs, itineraries, deliverables, content tracking and performance reporting.
• Set digital objectives and KPIs aligned with the hotel’s business direction and commercial priorities.
• Analyze and report on website, social media, OTA, CRM, paid media and campaign performance to support data-led decision-making.
• Proactively identify digital advertising, distribution, AI-search, partnership and content opportunities that can improve visibility, engagement and revenue.
• Contribute to budget planning, supplier coordination, subscription tracking and digital tool management.
• Keep updated with developments in the digital media, hospitality e-commerce, AI-search, CRM and online distribution landscape.
• Support team knowledge development by creating SOPs, training guides, reporting templates and digital governance frameworks.
• Ensure brand compliance, data accuracy and consistent digital execution across all online platforms.

Requirements and Qualifications

• Degree or diploma in Marketing, Communications, Digital Marketing, Hospitality, Business or a related field.
• Minimum of five years’ experience in digital marketing, preferably within luxury hospitality, travel, lifestyle or premium brands.
• Proven experience managing digital campaigns, websites, social media, content calendars, email marketing, OTA platforms and performance reports.
• Strong understanding of hotel e-commerce, direct booking strategy, CRM, SEO, GEO, AEO, paid media and online distribution.
• Experience working with brand standards, corporate digital teams, creative agencies and cross-functional hotel teams.
• Strong knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
• Competent use of digital tools such as Canva, Adobe, GA4, Google Search Console, Meta Business Suite, CMS platforms, DAM systems, email platforms and OTA extranets.
• Proven ability to create clear briefs for social media, creative content, influencer collaborations and campaign execution.
• Strong storytelling ability with the capacity to turn existing property assets into commercially relevant content.
• Ability to communicate effectively with corporate, leisure, MICE, wedding, loyalty, partner and stakeholder audiences.
• Strong understanding of local and international social media platforms and digital market trends.
• Flexibility to travel as required for client meetings, industry events, and hotel visits.